DoubleStar Casino - Winnings taken from balance due to false "breach" of T&C

YASQUEEN Australia
posted on April 11, 2016.

I did a lot of research before registering for this casino. Reviews were good, T&C's were all pretty decent and straight forward. Good range of games.

Didn't like the fact that live chat was offline without any information on when they're available but carried on with deposit.

I played for 1 hour. My bets ranged between 1.00 EURO up to 6.25 EUROS. I am always careful to stay below the max bet rule because I've lost winnings in the past for this reason and have learnt my lesson.

In the middle of a game, I noticed my balance had dropped significantly to $140 from $1653. I received a message telling me I was logged out due to 'inactivity'.

When I logged back in, my balance remained at $140 and my bonus had been removed. With no live chat, I emailed the support team asking for an explanation. I knew that I hadn't breached any of the T&C and had played slots that were not excluded

I've since received an email to advise me that my winnings were removed due to bonus terms being breached. According to the casino, I placed a $42.54 bet which automatically removed winnings and bonuses.

I have been sent a copy of the game play which clearly indicates I had been playing well within limits the entire time, up until this mysterious bet was placed on my behalf.

The game I was playing does not have a 'max bet' risk as the dollar figure was locked in by the coin, so there is no 'accidental' bets placed above the max amount.

The allegation that I placed this bet is false and is a result of either a software malfunction or a tactic used deliberately by casino in order to remove the bonus winnings and avoid pay out.

The transactions of my game play show close to 400 individual bets placed by myself, which range from 1.00 - 6.25 EURO.

I would like the casino to review the transaction in question, the game play leading up to this transaction and monitor screen grabs available to verify that I have not breached the terms and conditions. In turn, I would therefore appreciate they return the funds my account so I can continue to wager them, fairly!!

Thank you

posted on April 15, 2016.

User YASQUEEN has failed to wager her bonus in correct way, when she place a bet of €42.74 on single spin while the limit during bonus play is €7.

Terms and Conditions :
„14.The Maximum stake allowed per game round when a player is wagering bonus money is €7 (or equivalent in other currencies). This also includes winning wagers after the game round has been completed. In case of a breach of this rule, the player agrees that their bonus and any associated winnings may be void.”

proof attached.

posted on April 20, 2016.

Dear all,

AskGamblers Complaints Team examine all the facts including a Reel Gems game. This game has an option to re-spin each of the 5 reels and such respin costs additional money depending on the possible combination player could achieve. Is this particular bet referring to the usage of the aforementioned respin feature or not?

Thank you in advance.

posted on April 21, 2016.

Dear AskGamblers,
Yes this bet comes from re-spin feature *proof attached.

YASQUEEN Australia
posted on April 22, 2016.

Whilst I appreciate you taking the time to provide a picture of the transaction in question, it doesn't provide me with any explanation as to HOW the transaction took place.

I certainly did not hit the respin option in the reel. Again, if you took my gaming transactions into consideration you will see that I am very careful to never exceed the maximum vet amount.

You'll also see that I do not typically use the 'Respin' option at all, regardless of the amount.

There are more than 400 transactions which clearly demonstrates I am aware if the rules and play to them.

I put it to you that your games or software has malfunctioned, whether that be intentional or not, and in turn, the system auto disqualified me and logged me out from the game. Is this a strategy that your casino has implemented in which the software has complete control over a player's game? If so, that is incredibly unnerving for customers to be made to feel at any time, winnings can be confiscated for to software glitches.

Chat support happened to be offline at that time too which is also concerning.

Surely common sense prevails and customers can be reassured that it's safe to play without being cheated??

posted on April 22, 2016.


Thanks for your reply. We do not doubt your ability to understand the rules. That said, according to all evidence – the bet has been made. We requested the information about respin directly from Microgaming. The bet might have been unintentional from your side – maybe you have clicked on respin by mistake or something like that. But the bet was certainly made from your side and it wasn’t malfunction of the software. Note that when you are playing the game, you communicate directly with servers at game provider, and we as a casino cannot in any way engage in this communication. It’s session that is between you and a gaming provider – in this case with Microgaming.

As you can see on attached proof from Microgaming, the respin has been made. They cannot in any way manipulate bets of the user and any malfunction must be noted and the bet is then given back to the player. Every gaming provider must store data about all gaming sessions and they are strictly controlled by many regulating entities. So it’s certainly not possible to say that the bet wasn’t made. It was – it might have been unintentional, but it was placed.

Also, we understand that you are telling to us that you play by the rules and your track record proves it – but if we gave you the bonus back, anybody could behave like this. Players would play for a while according to rules, and then break them and say it was a malfunction of software and that we should give them money back – because they understand rules and always play according to them. This would lead to flood of bonus abusers. As you surely understand, we cannot do this.

posted on April 24, 2016.

AskGamblers Complaints Team believe the explanation and proof presented on behalf DoubleStar Casino management to be well grounded and to justify the casino actions in this particular case in an undisputed way. Without any doubt, there was at least one spin where a bet in excess of the max allowed stake has been placed, thus violating term #14 "The Maximum stake allowed per game round when a player is wagering bonus money is €7 (or equivalent in other currencies). This also includes winning wagers after the game round has been completed. In case of a breach of this rule, the player agrees that their bonus and any associated winnings may be void.”

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for DoubleStar Casino.